Hybrid Agreement

The Hybrid Agreement is our most popular cooperation model. It is based on a Service Agreement framework combined with a predefined number of support hours.

Hours are billed according to the actual time spent handling requests submitted through the Helpdesk portal. Once the included hours are consumed, further work continues only after the client approves the increased hourly rate. The number of hours is determined based on an initial analysis and an optional one-month trial period. Monthly invoices are issued based on a detailed report that includes the number of requests, time spent on each ticket and proactive maintenance activities.

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Hybrid Agreement – Operating Principles

SLA:01 – Standard Requests
Maximum response time for correctly submitted standard service requests is 4 business hours.

SLA:02 – Critical Requests
Maximum response time for correctly submitted critical requests is 2 business hours.

SLA:03 – Issue Resolution
Maximum issue resolution time is 24 business hours, provided the resolution is not dependent on third-party vendors.

Business Hour Definition
Business hours are counted between 08:00 and 17:00, Monday to Friday.
For example, 10 Business Hours may represent the time between 10:00 on the current day and 09:00 on the next business day.

BOIT is committed to processing every request submitted by email, the phone number specified in the agreement, or through the Helpdesk portal.

All operational terms within the Hybrid Agreement are individually tailored based on the client’s requirements and the initial audit.

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Hybrid Agreement – Scope of Services

Each Hybrid Agreement includes the following services:

• Proactive network monitoring
• Proactive monitoring of critical devices
• Replacement of the internal IT department with a specialized team of BOIT technicians
• Network administration
• Server administration
• Email administration
• Website administration
• Helpdesk portal support
• Backup of critical devices and configuration backups
• Log server operation and verification of critical alerts (GreyLog)
• Deployment of updates outside business hours
• IT consulting
• Centralized IT management
• On-site support visits

Proactive monitoring with automatic alerts is a core element of the Hybrid Agreement, ensuring the stability and security of key IT systems within the organization.